This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Log outbound calls automatically on ServiceTitan CRM opportunities and leads
Outbound calls placed from a ServiceTitan CRM opportunity or lead are now logged to that record on their own, so call history stays with the deal without anyone typing it in.
Available inCore
Feature type
Enhancement
Industry
Commercial Service and ReplacementCommercial Construction
Roles
Office employeesManagers
Region
United StatesCanada
What's changing
ServiceTitan CRM has always supported a phone call activity on opportunities and leads, but someone had to add it by hand after every call, and calls that nobody remembered to log simply disappeared from the record. On opportunities, selecting a phone number placed a real ServiceTitan call, but that call was never tied back to the deal. On leads there was no ServiceTitan calling at all, because the phone icon handed the number to the device's own dialer and ServiceTitan never saw the call happen. Now, leads place calls through ServiceTitan the same way opportunities do, and when any of those calls ends, ServiceTitan writes a phone call activity onto the originating record for you, usually within about five seconds. The activity shows the direction, who made the call, when it happened, how long it lasted, and the numbers on both ends. If a recording exists, it plays right on the activity row, and the activity travels with the record when a lead becomes an opportunity.
Workflow comparison — before & after
← Before
✓ After
1.Open an opportunity or a lead in ServiceTitan CRM.
1.Open an opportunity or a lead in ServiceTitan CRM.
2.Select the phone number to call the prospect. On a lead, this hands the number to your device's own dialer instead of placing the call through ServiceTitan.
2.Select the phone number. The call is placed through ServiceTitan from either record type.
3.Finish the call and move to the next prospect.
3.Finish the call and move to the next prospect. Nothing else is required.
4.Return to the record later, select the option to add an activity, and retype what happened from memory.
4.Return to the record and open the Activity tab. The phone call activity is already there, showing direction, the rep who called, the date and time, the duration, and the numbers dialed and dialed from.
5.Where a call went unlogged, the deal shows no record that anyone reached out.
5.Select play on the activity row to listen to the recording, if one exists for that call.
⚠ Sales reps spend time re-entering calls they already made, and managers reviewing a pipeline cannot tell which deals have actually been worked.
✓ Call history builds itself as reps work the phones, so the deal record reflects what actually happened and managers can see follow-through without asking for it.
How it works for your industry
Commercial Service and Replacement
A commercial heating, ventilation, and air conditioning (HVAC) account manager works a list of building owners due for a rooftop unit (RTU) replacement quote. Each call placed from the opportunity lands on that opportunity as an activity, so the quote history and the outreach history sit in one place.
A service manager reviewing stalled replacement opportunities can see at a glance which prospects were called last week and which have not been touched, without asking the rep to reconstruct it.
A rep who reaches a facilities contact and agrees to revise pricing can replay the recording from the activity row before rebuilding the estimate, rather than working from memory.
Commercial Construction
A business development lead chasing general contractors on an upcoming bid package calls from the lead record before any customer exists in ServiceTitan. The call is now placed through ServiceTitan and logged to that lead.
When a lead converts to an opportunity after the bid is awarded, the calls already logged move across with it, so the pre-award conversation history stays attached to the deal.
A project executive preparing for a handoff meeting can open the opportunity and see the full sequence of calls, including who spoke to the contractor and for how long, before deciding who owns the relationship going forward.
How to prepare
01
Confirm your ServiceTitan phone setup is in place. Automatic logging depends on the call being placed through ServiceTitan, which requires a provisioned tracking number on the account.
02
Check who can hear recordings. Playing a recording from the activity row uses the existing permission that already controls listening to call recordings elsewhere in ServiceTitan. This is an existing permission, not a new one, and nothing about it changes in this release. A rep without it still sees the logged activity, including the direction, timestamp, duration, and numbers, but cannot play the audio.
03
Tell your sales team that calls now log themselves. Reps who are used to adding activities by hand should know the phone call activity appears on its own, and that they no longer need to create a duplicate entry after each call.
04
Set expectations on what the activity does and does not capture. The activity records the call itself. It does not record a call outcome, and recordings are not available for every call, so the row shows a neutral message when no recording exists for that call.
05
Bookmark any knowledge base articles or Academy videos for team training.
